2020 brought about a crisis for many food service businesses — and also forced innovation. On the marketing side of things, it meant all plans went out the window. For Shake Shack, it meant [...]
Customers have been migrating from in-store to online for the last decade but last year we have seen an unprecedented acceleration of this trend due to Covid. Retailers are continuing to figure out how to bring the in-store experience to eCommerce and deliver the kind of personalized, high-touch service that keeps customers coming back. We’ll discuss the ways that innovative brands like Crate and Barrel and Warby Parker are transforming their service operations to thrive in this new era.